Retail Team Leader - Sales and Customer Service

Job Details

Job Title: Retail Team Leader - Sales and Customer Service

Employment Type: Ongoing

Classification: Parliamentary Service Level 3

Closing Date: 11:30pm AEDT, 2 February 2026

Contact: Jason Carter, 0262778307, jason.carter@aph.gov.au

The Opportunity

The Department of Parliamentary Services (DPS) is seeking two experienced and motivated Retail Team Leaders – Sales and Customer Service to join the Parliament Shop team. These are ongoing, part-time positions responsible for leading a team of retail sales assistants and supporting the management team in achieving daily operational objectives across the Parliament Shop’s seven-day operations.

The successful candidates will oversee day-to-day retail functions including banking, opening and closing procedures, daily sales reconciliation, and processing refunds and returns, ensuring all policies and procedures are followed accurately and efficiently.

About the Parliament Shop

The Parliament Shop and E-commerce section sits within the Parliamentary Engagement Branch (PEB) and manages the onsite and online retail operations.

The PEB is responsible for developing and delivering quality, engaging experiences for visitors and building occupants to support the work of the Australian Parliament, and the Parliament Shop team is committed to being a sustainable, efficient, and collaborative team that supports the visitor experience by delivering exceptional retail experiences.

Successful applicants will report to the Manager – Operations and Procurement, Parliament Shop and E-Commerce.

The position requires walking and standing on a range of surfaces. It also requires talking and interacting with the public and building occupants for extended periods.  

The successful applicant will also work on a roster where weekend, public holidays and some after-hours work may be required.   

You must be willing to wear a uniform.  

Successful candidates will undertake a pre-employment medical assessment prior to commencing work.  

Who we are looking for

We’re looking for enthusiastic and experienced retail team leaders who thrive in a customer-focused environment and are passionate about creating memorable visitor experiences.

The ideal candidates will be highly motivated and engaged retail professionals who are passionate about exceeding customer expectations. This role is roster-based, part time and will support the Manager – Sales and Customer Service in building the Parliament Shop’s reputation for remarkable service and authentic storytelling with unique products.    

Job Specific Requirements: 

Desirable

•    Minimum 2+ years’ experience leading a high-performing customer service or retail team.
•    Confident communication skills (verbal and written) to uphold the Parliament Shop’s reputation for exceptional service.
•    Experience with point-of-sale systems, office IT tools, and online order fulfilment.
•    Experience working in a government agency is highly regarded.
•    Availability to work weekends and public holidays (the Australian Parliament House is open to visitors 364 days a year).

Mandatory
  
•  The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

Duty Statement

Classification: Parliamentary Service Level 3 

Branch: Parliamentary Engagement 

Section: Parliament Shop & Ecommerce 

Immediate supervisor: Manager, Operations and Procurement 

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

1.    Lead and support a team of retail assistants, fostering a positive environment while achieving daily operational objectives.

2.    Provide excellent customer service, including responding to enquiries, promoting products and processing point-of-sale transactions.

3.    Maintain high visual merchandising standards in line with standard operating procedures and the visual merchandising plan.

4.    Undertake banking, opening and closing, sales reconciliation, and processing of refunds and returns, ensuring all procedures are followed.

5.    Support the E-Commerce team with the preparation, postage, and processing of online orders.

6.    Assist with inventory management, including stocktakes, goods receiving, and stock replenishment.

7.    Promote and maintain a safe, healthy, respectful, and collaborative work environment, always demonstrating professionalism and high conduct standards.

Selection Criteria 

1.    Supports strategic direction - promotes the goals of the Parliament Shop by delivering excellent customer service, team leadership, and maintaining a high standard of shop presentation.

2.    Achieves results in a customer focused workplace - proven experience leading a team to provide high-quality customer service to visitors and guests, fostering a welcoming, professional, and engaging environment.

3.    Supports team operations - ability to work flexibly as part of a team to support organisational goals, values, and adhere to the code of conduct. Takes responsibility for assigned tasks and work in line with relevant policies and procedures.

4.    Displays personal drive and Integrity - maintains strong attention to detail in overseeing transactions, inventory control, and accurately operating point-of-sale systems. Demonstrates reliability, ethical conduct, and accountability in all aspects of work. 

5.    Communicates with influence – well developed interpersonal and communication skills, particularly in customer service settings. Adapts communication style to suit different audiences and situations, ensuring clear, effective, and professional interactions.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

How to apply

Please upload a pitch (500 words amximum) describing how your skills and experience would contribute to the role and work of the department. 

Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role. 

For additional guidance when crafting you application, please refer to the the DPS Recruitment Candidate Information Pack, which provides helpful tips on how to structure your pitch and highlight your most relevant skills and experience effectively.

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.  

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace. 

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:  

• flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational needs of the roles
• ongoing opportunities to learn and develop new capabilities 
• a competitive remuneration package
• free on-site parking
• free gym membership and access to recreational facilities available a APH
• childcare (pending availability), banking services, post office, value-for-money dining options and more available at APH.

Salary

Currently, the salary range for this position is $78,258 - $81,780 per annum.

Conditions of Employment

Employment opportunities at Department of Parliamentary Services are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

•    Australian citizenship – to be eligible for employment with DPS, applicants must be an Australian Citizen. 

•    Security clearance and character clearance – the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check. 

•    Health assessment – a pre-employment health assessment will be required where there are physical or medical requirements for the role.